Derek Martin
By Derek Martin
June 21, 2018

Five steps to a successful customer experience platform

By now you likely know all about the importance of the user experience (UX) in product design. Another angle on making your organization user-centric that’s getting more attention is CX, for “customer experience.” Simply put, CX seeks to give..

Related topics: strategy, execution, technology, process, Customer Experience, platform
Derek Martin
By Derek Martin
April 19, 2018

Persona non grata: Five marketing personas pitfalls to avoid

 Persona non grata: Five pitfalls to marketing personas and how to avoid them

Related topics: Customer Experience, customer journey, persona, marketing message
Adriaan Bouten
By Adriaan Bouten
March 29, 2018

Smart homes could be much smarter – here’s how

The smart home of today is great. I love being able to shout my commands to hear music or check the news, use my phone to turn on my lights, lawn sprinkler or security system and use my laptop at work to inspect the perimeter of my yard.

Related topics: Digital Strategy, hue, smart homes, iot, amazon, google, apple, Customer Experience
Derek Martin
By Derek Martin
February 22, 2018

Mapping the elusive 360⁰ customer experience

Imagine a complete view of every digital interaction you have with your customer. Imagine every step of the customer journey feeding data into your Customer Relationship Management (CRM) database, powered by a marketing automation platform able..

Related topics: Digital Transformation, data, Customer Experience, Digital Experience, journey, Best Of
David Saabye
By David Saabye
July 20, 2017

What has your smart home done for you lately?

On an average day, my iPhone receives 22 notifications from the Nest camera in our house, eight open/close updates from our garage door, and an occasional email from our car detailing tire pressure and oil life. Last week, the fire alarm in our..

Related topics: Digital Innovation, Customer Experience
Richard Fusco
By Richard Fusco
March 2, 2017

Trying to distill the buzz around digital transformation? Think customer experience and data.

In case you missed it, the phrase “digital transformation” is everywhere. Google it, and you will be presented with a list of nearly nine million links. That’s not as many as “big data” (64 million references), but it is quickly rising as the..

Related topics: Customer Centricity, Customer Experience, data, Digital Transformation, Best Of
Mike Mills
By Mike Mills
January 26, 2017

Stop focusing so much on your customers. And start paying attention to your users.

If you’re lucky, at least one person in your organization – probably a graphic designer or product development manager – seems to have an aversion to the word “customer,” in favor of the word “user.” They’re always talking about “user needs” and..

Related topics: Customer Experience, Product Development
Len Gilbert
By Len Gilbert
December 8, 2016

Five Ways to Turn Customer Insight from “Nice” to “Necessary”

We’ve all been at companies that talk the talk but don’t walk the walk when it comes to the importance of customer feedback and insight. At these companies, client feedback is often stuck in silos (Customer Service, Account Management, etc.) and..

Related topics: Customer Centricity, Customer Centricity, Customer Experience, Digital Business, Best Of
Len Gilbert
By Len Gilbert
February 11, 2016

A 360-Degree View of Your Customer

I recently spent 30 minutes trying to solve a problem in the customer service section of a service provider's website. Frustrated I picked up the phone and called them. The representative answered and somehow already knew my exact problem, and..

Related topics: Customer Centricity, Customer Centricity, Customer Experience, Digital Strategy

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